Red 060: search and find your e-service

Acronym of the case:

red060

Web address of the case:

http://www.060.es

Country of the case:

Spain

Posting Date:

24 March 2009

Last Edited Date:

14 April 2009

Author:

Claudio PÃ©rez-Olea (Ministerio de Administraciones PÃºblicas)

Flagship | multichannel | multiadministration

Type of initiative

Network

Case Abstract

As an evolution from the previous web initiative (ciudadano.es), Red 060 is a multichannel initiative consisting in a website (www.060.es), a network of offices (more than 1.600 in March 2009), and a telephone number.

The website www.060.es is the national portal for citizens and enterprises of Spain. A large number of online services is available regardless of the Public Administration responsible for it, so a citizen can apply for online services without having to know previously if it is from a local, regional or national Administration.

The 060 offices provide local, regional or national Administration services from a catalogue reflecting the agreements signed between the different Administrations in each spanish region, and are normally located in Town Councils, who provide the service.

The phone number 060 offers a 24h voice portal about common procedures and personalized information from 9 to 21 h Monday to Friday and from 9 to 14 h on Saturdays.

Description of the case

Domain

eGovernment

Topic

Inclusive eGovernment

Sector

Other

Start date - End date

May 2006 (Ongoing)

Date operational

June 2006

Target Users

Business (SME) | Citizen

Target Users Description

All citizens and businesses from Spain

Scope

National

Status

Operation

Language(s)

Spanish

Other

catalan, basque, galician

Policy Context and Legal Framework

Spanish Law 11/2007 guarantees the right to spanish citizens to interact by electronic means with the spanish Public Administration from January 1st 2010. 060 is the strategy for a national portal which is assisted by a phone numer and a network of offices in order to assist the citizen that has no access to electronic services.

Project Size and Implementation

Type of initiative

Inclusive services of general interest

Overall Implementation approach

Public administration

Technology choice

Proprietary technology | Mainly (or only) open standards | Accessibility-compliant (minimum WAI AA)

Funding source

Public funding national

Project size

Implementation: €1,000,000-5,000,000

Yearly cost:

€1,000,000-5,000,000

Implementation and Management Approach

060 telephone and www.060.es web are provided by the Central Government

060 offices are offered by the Administrations that have signed agreements in this sense.

Technology solution

For the intranet (060 offices) and internet (www.060.es) solution:

- Ximetrix CMS

For the 060 phone number

- Collab OneContact VoiceIP PBX

Impact, innovation and results

Impact

Use of the different channels is extensive and satisfactory, even although the 060 phone has clearly saturation on peak hours.

Website was visited by more than 3.000.000 users in 2008, and hosts access to more than 1.200 online-services of different administrations.

060 phone number attended almost 2.000.000 calls in 2008, more than 50% of them were attendend by the voice portal.

No statistics are held from the 060 offices, since this is a distributed service. However, a statistical track of the service will be implemented in a near future.

The citizens appreciate the non-bureaucrat format and approach of the initiative, although the services provided have not been redesigned to make them more friendly.

The 060 initiative has been promoted by three different communication campaings, and this has lead to an extensive knowledge of the 060 image, although some more consolidation on what the network is for is wished.

Lessons learnt

- Need of dedicated channel responsibles in order to promote coordination to get the most from the multichannel strategy

- Cross-selling: each channel should provide accurate information and promote (when needed) access to the other channels in order to let the citizen know about the different channels.

- Demanding interchange of information, in order to keep the network resources accurate and up-to-date, mainly because web provide services change rapidly and without notice.

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practice Red 060: search and find your e-service